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A complete methodology for the quality control of passenger services in the public transport business

Author

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  • Yannis, Tyrinopoulos
  • Georgia, Aifadopoulou

Abstract

The quality of the services provided to the passengers is synonymous with a wide range of characteristics of the transportation system, such as safety, on-time performance, accessibility, efficiency, and many others. Today, more and more public transport operators and associated bodies (e.g. ministries and supervising organizations) worldwide invest in quality control programs in order to assess and improve the services provided to the passengers. The paper provides an overview of the Methodology developed by the Hellenic Institute of Transport to assess the levels of quality and performance of public transport services. Key results from the application of this Methodology to the major public transport organization in Greece (OASA) are provided as a case study.

Suggested Citation

  • Yannis, Tyrinopoulos & Georgia, Aifadopoulou, 2008. "A complete methodology for the quality control of passenger services in the public transport business," European Transport \ Trasporti Europei, ISTIEE, Institute for the Study of Transport within the European Economic Integration, issue 38, pages 1-16.
    • Handle: RePEc:sot:journl:y:2008:i:38:p:1-16
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    File URL: http://hdl.handle.net/10077/5965
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    Citations

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    Cited by:

    1. Weiya Chen & Zixuan Kang & Xiaoping Fang & Jiajia Li, 2020. "Design a Semantic Scale for Passenger Perceived Quality Surveys of Urban Rail Transit: Within Attribute’s Service Condition and Rider’s Experience," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    2. Zhi Dong & Jiaqi Zhang & Xiaoqi Gong & Laijun Wang, 2024. "The Role of Smart Travel Service in Intercity Travel Satisfaction: Does Traveler Heterogeneity Matter?," Sustainability, MDPI, vol. 16(17), pages 1-16, August.
    3. Jelena Žanić Mikuličić & Ines Kolanović & Alen Jugović & Dalibor Brnos, 2024. "Evaluation of Service Quality in Passenger Transport with a Focus on Liner Maritime Passenger Transport—A Systematic Review," Sustainability, MDPI, vol. 16(3), pages 1-15, January.
    4. Rubensson, Isak & Börjesson, Maria, 2018. "Satisfaction with crowding in public transport," Working papers in Transport Economics 2018:6, CTS - Centre for Transport Studies Stockholm (KTH and VTI).

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